They are the backbone of Rock Valley Physical Therapy, its first line of offense. A friendly face and caring soul in times of struggle.
They are part administrator, part sounding board and full-time advocate for those they serve.
For the great ones – and there are countless Hall of Famers across Rock Valley Physical Therapy’s 61 clinics covering three states and eight regions – their front-office calling is much more than a job.
It truly is part of the fabric of who they are.
“When conducting interviews for front office staff, we are looking for someone with great customer service, communication skills, and (a positive) attitude,’’ said Joyce Contreras, a dedicated and longtime Rock Valley Physical Therapy family member.
With a number of years of great front office service on her own resume, the forever-dedicated Contreras today serves as Patient Services Coordinator for Rock Valley Physical Therapy.
“These three things are a must as these are three qualities that cannot be taught. Someone either has these qualities or they don’t.’’
For two-plus decades, Jennifer Lineburg has answered the patient-first, front-line call for Rock Valley Physical Therapy. A 24-karat gem on all of life’s fronts, Lineburg is Rock Valley’s Front Office Lead at its Moline, Illinois-based Valley View Drive clinic. Beyond gifted at what she does, Lineburg understands the wave of emotions a patient goes through each time they pass through a Rock Valley door.
“Customer service is what I strive for every day,’’ said Lineburg, who also serves – and excels – as a patient services assistant. “From the moment a patient walks in, we are their first point of contact and faces they see.
“This sets the tone for their first impression of Rock Valley,’’ Lineburg added. “That person chose us for a reason. I like to treat patients the way that I would like to be treated, with respect and kindness. When you do that, that is how you develop that bond and friendship. Our role as the front office is to welcome and assist every patient and their needs and get them to their next point of contact, which is their therapist. When a patient’s visit is over and they are leaving, I like to make sure I have contact with them to make sure their experience was a positive one.’’
Contreras says a positive first impression is vital and that Rock Valley front office specialists have always gone what might seem like the extra mile to others. It is, however, the norm with Rock Valley.
The patient, she notes, has selected Rock Valley Physical Therapy to help them get better and is struggling in some form or fashion upon arrival. Contreras says it is a must for the patient to know everyone they meet will always be on their side.
“We set the tone,’’ Contreras said. “The front office is so much more than just answering the phones and scheduling patients. They wear many hats. They are custodians, medical-records keepers, insurance specialists and problem solvers. They are an ear for a patient that needs someone to talk to about anything and everything. They are also sales people. They are “selling” to patients, nurse-case managers, insurance reps, and to doctors and nurses as to why they should come to us and use our services. In order to do that, they have to have a wide range of knowledge. This is where their great customer service and communication skill comes into play.’’
To reach the level of success Rock Valley Physical Therapy has reached in its four decades of bettering lives, it takes a team effort, everyone working in concert. A positive relationship between the front office and Rock Valley therapists has always produced a cohesive bond. To reach such an amazing comfort level, has taken great work from both sides.
“It’s a two-way street with therapists and front-office staff,’’ Lineburg said. “We couldn’t do our jobs without each other. They go hand-in-hand. Each therapist has their own style and it’s important to remember their wants and needs. I try to accommodate those. I’d say that is the biggest challenge, but I find it helps things move smoother. The biggest reward is being appreciated.’’
And the Rock Valley front office staff is appreciated.
On all fronts.
“I believe the front office position is one of the most challenging and most important positions at Rock Valley,’’ said Holly Wilkinson, Clinic Manager/Owner, MPT, OCS, CEAA, for Rock Valley Physical Therapy. “They are often Rock Valley’s first opportunity to make a great first impression and the start to laying the groundwork for a lifelong relationship with us.”
“I tell Rachelle Breitenbach, the amazing Lead Front Office person at my office, that I wouldn’t be able to do my job without her,’’ added Wilkinson, a tremendous therapist and off-the-charts leader. “She makes it easier for me to take good care of my patients and helps me to assure that the schedule is in line and details of insurance coverage are understood by myself and the patient. All of that allows me to focus on caring for the person in front of me at the moment.’’
Lineburg says it is important for all who serve on the front lines to simply think first about that person walking in the door.
“It’s important to remember that patients might not feel well as they may have had surgery the day or two before and we want to make sure they feel at home and comfortable,’’ she said. “We need to be understanding and compassionate. Let’s face it, there are days where we may not be having a good day but we still have to try our hardest not to let that show, which can be challenging. But we do it and find that it makes you feel better.’’
Lineburg, like her front office peers, loves a challenge and the rigors that come with a people-first, always-engaged career. She adds that she found the perfect place for such a rewarding career 22 years ago.
“I am someone who likes to keep busy and loves a challenge,’’ she said. “Rock Valley Physical Therapy is more than a job, it’s a family and takes care of each other through thick and thin. It’s a great group of people who have, over time, become great, lifelong friends. We even have patients say that they think we are an awesome group and that we would be great to work for. That really puts things into perspective.’’
The front office… Dedicated and appreciated. Rock Valley Physical Therapy’s first line of offense.
By: Johnny Marx, Storyteller